Together we will build a strategy that is formed around a set of essentials with cutting edge concepts, like customer emotion, that tailor and personalise the strategy to you, and your customers. We will take a creative approach, combining high engagement with an iterative development philosophy.
What we create with you
Impact essentials
The foundation stones of every strategy:
The Big Why - a clear picture and understanding of the strategic imperative with a clear link to the overall company vision and direction
Customer experience vision and scale of ambition - an engaging and empowering vision and scale of ambition for the new customer experience strategy that responds to the strategic imperative
Customers and their needs - your customers, what characterises them, their wants and needs, illustrated with supporting data that highlights the potential for the new experience
Customer journey requirements - a set of future-facing requirements that articulate what the end to end customer journeys need to achieve, the required channels, their role that satisfies the customer and their needs. This is also about formulating a tight set of ‘Always and Nevers’ to guide future thinking
The delivery system - the delivery route of the new experience, including the structures, processes and lead and lag measures that are important to support it
Impact Edge
Our unique cutting edge concepts tailored to you:
Rationale and brand - building an inspiring brand for the experience and positioning narrative that creates an engaging rationale for the whole organisation to get behind
The customer reimagined – the customer formula e.g. customer emotion, customer lifecycle, customer need states, and breaking customer stereotypes
Putting the edge in your touch points - formulating the peak end touch point experiences to deliver a higher and positive customer emotion
People experience and cultural environment - understanding the current people experience, culture and service improvement history, and creating an outline of the people experience and culture required to support a new experience
Impact Now - framing the Impact Now and marginal gains ideas and approach to bring short term benefits and stimulate symbolic engagement across the organisation
How we do it
Impact Workbook
Our blueprint for the perfect strategy creation:
Experience immersion - formulating a working insight into how the experience is delivered right now, day-in day-out – human, digital, customer self-delivered, key partners, from start to end, and building the picture of the current experience including channels and the points of friction or tripping points in that experience. This takes in what you know about your customers, key metrics and performance data, and of course feedback
Develop the concept model - consolidating our understanding, whilst utilising our Impact Innovation Customer Experience Model, into a straw model strategy, with the right blend of Essentials and Impact Edge. The straw model will also acknowledge and build from what’s brilliant today
Iterate and test - engaging with customers, leaders, development teams, staff and stakeholders to explore and iterate the straw model into a fully defined model, strengthening the essentials and expanding the thinking that builds a ‘for you’ edge. This includes co-creating a set of symbolic ideas to culturally counteract the things that have been holding you back
Impact assessment – working as a tight team to frame the business case, benefits and indicators for what the strategy will deliver for customers, staff, partners and the organisation as a whole
Launch formulation - applying creativity to how to launch the strategy, drawing on the use of key tools like step visioning and the Impact Arrow, to enable people to embrace the new direction
What tools we use
Impact Innovation Toolbox
A selection of our evolving tools and techniques to support strategy creation
Experiential insight - the Impact Innovation approach to gathering experiences from the front line through observation, and experiencing service delivery through the eyes of customers, leading to the development of storyboards and illustrations to bring insight to life
Impact Innovation CX Diagnostic Toolkit - aa structured and systematic approach that uses our Experience Arc TM methodology to understand the end-to-end current experience - inside and outside the organisation - linking together the channels and touchpoints, to pinpoint where high peak, friction or tripping points are present in the current experience
Impact innovation Thematic Analysis - an approach to consolidate existing research and data, packaging it into tight themes and insights
Step Visioning - developing powerful visions, which enable different levels of the organisation to translate and detail the vision towards them, their team, their roles and their customers
Insight and Experience Tracking, with Pulse Dynamics - a carefully designed approach to gather situational feedback from the front line – team members and customers – with a live and continual focus group
